Text logs

[sambb198]

Hello,

We have SMS enabled with Twilio and absolutely love it. I wanted to see if there was a way we could retrieve text records.

Maybe be able to pull a report that has all texts from a user or phone number.

 

[Evolute IT]

You can use the chat log if it's enabled.

 

[Nicholas Butler]

How long does the log keep, or does it revolve? We are a financial institution and need permanent SMS logs per the government requirement..

 

[Constantinos Constantinou]

Hello @Nicholas Butler

On v18 BETA it is coming a feature that administrators can control the retention period of the chat logs. Administrator can specify the months after which the chat conversations will be removed from the system.

 

[slapster]

We have a similar requirement, based upon GDPR. In other words, I think anyone subject to GDPR needs this whether they know it or not.

At all times we need to be able to regurgitate and report any data relating to anyone whose data we have anywhere on our systems. The reason is that everyone needs to be able to respond to a subject access request, and must have a plan to be able to do so. In fact, not having such a plan is in itself a breach of GDPR.

In practical terms, we must be able to search through SMSs, chats etc in users' profiles if they have been interacting with a person who makes a subject access request, and to report what we hold. GDPR also has principles that conflict with Nicholas Butler's requirement (but such requirement could supersede the GBPR principles), and that is to delete personal data that is not required any more. Also, in the absence of specific exemptions, the person has a right to have their data deleted.

This means in most UK and EU businesses, it is OK, and even expected, to delete SMSs, so a permanent chat log is not the complete solution. Instead, a tool similar to CDR would be helpful, in order to document all the instances of chats relating to a particular name or number, across all users' accounts.

Does it exist already? Without knowing how to go about this, it would be impossible to scale the use of chats in our business.

 

[NickD_3CX]

We have a similar requirement, based upon GDPR. In other words, I think anyone subject to GDPR needs this whether they know it or not.

At all times we need to be able to regurgitate and report any data relating to anyone whose data we have anywhere on our systems. The reason is that everyone needs to be able to respond to a subject access request, and must have a plan to be able to do so. In fact, not having such a plan is in itself a breach of GDPR.

In practical terms, we must be able to search through SMSs, chats etc in users' profiles if they have been interacting with a person who makes a subject access request, and to report what we hold. GDPR also has principles that conflict with Nicholas Butler's requirement (but such requirement could supersede the GBPR principles), and that is to delete personal data that is not required any more. Also, in the absence of specific exemptions, the person has a right to have their data deleted.

This means in most UK and EU businesses, it is OK, and even expected, to delete SMSs, so a permanent chat log is not the complete solution. Instead, a tool similar to CDR would be helpful, in order to document all the instances of chats relating to a particular name or number, across all users' accounts.

Does it exist already? Without knowing how to go about this, it would be impossible to scale the use of chats in our business.

Hi!

As promised, the retention policy is coming in V18 and already is available in V18 Alpha 3. the settings for this is available under 'Chat Logs', under 'Reporting' on the side-bar.

About your specific request to be able to track down all conversation that have transpired with a particular user, you could again use the 'Chat Log'. It lists the recipient Name/Number as well as the channel that was used to communicate (SMS, Live Chat, etc).

A small note, in order to view the 'Chat Log' you must first enabled it from the "Dashboard", then it will appear under 'Reporting' on the side-bar.

 

[slapster]

Thanks. That's a good start. But in due course as this becomes as much a corporate data hub as a phone system, it will need more tools like one finds in Microsoft 365, also such as litigation hold... which wouldn't play nicely with a 2-click nuclear purge!